Customer Support

• Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
• Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.
• Perform root cause analysis for production errors and recommend improvements. Maintain and perform operations related to the ticketing system.
• Identify and resolve problems to prevent recurring issues and improve software stability.
• Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.
• Handle escalations to higher-level support teams or management when necessary.
• Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction.

Engineer, Customer Support

Customer Experience Executive – Contract

Customer Support Specialist – Global Fraud Solutions